208: What is Shaping Client Expectations
Brought to you by Courtney Cecal from Palmetto Scoopers
Summary
We all recognize that client expectations are changing. It’s not just a generational thing, though that does play into it. New clients are finding they need a pet sitter more and more, and they’re bringing a new set of expectations and learned experiences. Where do these expectations come from? We play a new commercial that hints at where new clients are headed, and the broader impact it will have on the pet sitting community. We share our thoughts on how to overcome unhealthy expectations and have a better balance with your boundaries.
Topics on this episode:
The commercial
The good, bad, & ugly
Setting better expectations
Ask a Pet Biz Coach
Main takeaway: The messaging that you win somebody with is the expectations that they come in with.
Links:
Watch the full commercial here
Courtney Cecal from Palmetto Scoopers
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A VERY ROUGH TRANSCRIPT OF THE EPISODE
Provided by otter.ai
SUMMARY KEYWORDS
clients, pet sitters, expectations, commercial, pet, business, sitter, pet owners, owner, dog, boundaries, people, industry, burnout, natasha, confessional, run, listening, operate, rover
SPEAKERS
Meghan, Collin, Natasha
Meghan 00:17
Hi, I'm Meghan. I'm Collin. And this is pet sitter confessional, and open and honest discussion about life as a pet sitter. Hello, welcome to Episode 208.
Collin 00:31
Hello, we're gonna talk about client expectations today. Thank you to our sponsor, Palmetto scoopers and our awesome Patreon members for our Patreon members only we just dropped module two, which is all about content planning for your podcast. So if you'd like to learn more about what that is or how to become a Patreon member, you can go to petsitter confessional comm forward slash support
Meghan 00:51
Today's topic is about how client expectations are changing. So recently, I don't know if you know this, but rover released a new commercial, and we will have a link to that in the show notes. But basically, it was a big list of owner requests from their pet. And then at the end, the pet sitter says sounds good when can I start?
Collin 01:12
And we'll actually just play a few portions of it here so you can listen to it.
01:16
Karen structions for my guests Be my guest, Mr. Henry chicken, Mr. dirty boy Miss attention for beef short for beef cake. mill likes dressing up to go out. He has more outfit than his daddy.
Natasha 01:32
Henry loves to lick I really hope you're okay with that. He only likes to be touched on his head. Please do not Pat his paws.
01:41
Be like dressing as twins. Retta prefers hot pink. He will eat all of your food if you let him. Please don't let him he is obsessed with flaming young but he can eat a little salmon. He prefers Greek yogurt to regular yogurt. Every Friday they get an ice cream party because a goopy eye and likes it to be wiped gently with a washcloth a compliment every 15 minutes would be great for you and him if you're going to be watching King Louis here. These are some things you need to know he will bark at you once but then your best friends for life. So don't take it's hard. It gets a little anxious and car trips but he's getting better about it.
02:15
It's got a lot of love to give us your hands get really in her face because she loves to connect. He loves people he loves personal space icewater toilet water, cuddles seafood, vegetables. She
02:28
loves to paddleboard and he hates motorboats, Gatsby absolutely hates being outside. He is anti dirt, anti grass and sun averse,
02:37
dislikes, stairs, vacuum cleaners. His water ball is goofy. Approaching what a lot of care and honor because he is a king, because they're princesses. He's a perfect little gentleman.
02:50
This is why I can't ask my friends to do this. Does that sound good? Yeah, sounds good. When do we start?
Meghan 03:01
So before we start this, I wanted to add the caveat that this conversation is 1,000% focused on changing client expectations and owner requests. This has nothing to do with whether a pet sitter lists on rover or not, we have had that conversation before. And that's not what we're going to focus on today. So my initial thoughts of the episode was that it was a little jarring. I've seen rover commercials in the past and they were all about a you know, a dog walker wearing a rover shirt walking a dog or cuddling a cat. It was really focused on how the dog walker, or the pet sitter can really benefit the pet. But this commercial focus was solely on the pet parent. And the list of demands, in my opinion, was a little bit absurd. You've heard in there, you know, a compliment every 15 minutes. That's a little much.
Collin 03:51
I listened to with two sets of ears as a dog owner and as a pet sitter. So as a pet owner, it sounds amazing. And the descriptions of the little details and quirks that they bring up in the commercial really got me thinking about our own dog. And I felt like it drew me in the commercial, as Megan just said, Is 100% focused on the pet owner. It's meant to make us as the owners feel like you can ask for anything. Now listening with my pet sitter ears on it showed an unrealistic exchange between the owner and the sitter, where were the boundaries at all for the sitter, what protections did they have? What kind of feedback were they able to give? The commercial certainly doesn't empower the dog walker, only the owner, which I feel like it can be a little dangerous.
Meghan 04:37
So we're gonna walk through the good, the bad and the ugly, and then some implications for this. So the good part about this commercial for the pet care industry is that they were specifically focusing on the next generation of pet parents. And who is that millennials, probably you and us who treat their pets like children.
Collin 05:00
Then there's the bad. This tells pet parents that it's okay to be demanding of the pet sitter. It also tells the pet parent that no matter what their long list of needs or demands are, the pet sitter will just comply.
Meghan 05:11
And then for the ugly part of it, this really teaches pet sitters to not have any boundaries at all, and to just say yes to every potentially ridiculous request that comes across their emails, which will likely lead to burnout. And so why is that a big deal? Why is all of this a big deal? Why are we even talking about this? Because this is what pet parents are seeing. This level of marketing is out there. It's pitching a service, our services, and expectations that many of those in the pet industry, like us are actually not really okay with. But this is what pet owners are being taught is okay. And whether you're on the platform or not, it impacts you, because this is what millions and millions of pet owners are seeing.
Collin 05:59
Yeah, just being honest, the ad is really good. It's catchy. And it's speaking squarely at the largest group of pet owners in the world. And it's speaking their language, and it's speaking to them as how they view their own pet.
Meghan 06:12
Yeah, I mean, obviously, rover has a million plus budget, and I'm sure they spared no expense with this commercial because they have the money. So I'm sure they did their research, and they know exactly who they're targeting. They wrote great ad copy. And it's a good ad from the rovers perspective,
Collin 06:32
which means that owners are learning that all this behavior is okay. And they'll come to expect it over time, we would rather see a more balanced commercial that focuses on healthy boundaries for both the sitter and the owner, especially one that shows a back and forth discussion about the services that they're able to offer.
Meghan 06:49
And so because of not only this commercial, but just the world in general, that is speaking these kind of messages, what our clients expecting, well, they're expecting a faster booking process, a potentially a fast response time from you,
Collin 07:04
I do think we have to differentiate here between our existing clients and the new ones that we have. Because you may be listening to this going, Well, my existing clients would never do this, they don't have those kind of expectations on me. True. But those are clients that you've had for, what, five years, 10 years or longer, you've trained them through how you operate, have those expectations to respect those boundaries?
Meghan 07:27
Well, and I think that's a good distinction here, you know, we need to talk about potential clients, not existing clients,
Collin 07:33
right, new people are going to be coming in and being on boarded for the pet care that they need. And whether they're a millennial or not just think of it as a first time client using your service. Maybe they've never needed a pet sitter before. Maybe this is their first pet. Whatever their reason, they're going to have different expectations from the client that's been with you for 10 years,
Meghan 07:54
well, and I was just thinking that we have a client right now, she's never left her dog before with somebody else. She's never had a pet sitter, and she drops her dog off. And I give frequent updates, but she was even wanting more frequent updates than what I was providing. So that goes to your point of it's not just millennials that are dealing with this, that are having these kind of expectations,
Collin 08:16
right. So people are coming into the industry, and they're needing care, they are needing service, but they're getting messaging from outside the industry from both internal and external factors. So external factors here are like the commercial that we're talking about. And internal are things like maybe other pet sitters that they've had experience with that had inappropriate or unhealthy boundaries as a pet sitter, maybe there used to somebody who responded at all hours of the night or a 2am, or always beds to their every whim, and they are going to now be coming over and applying that to you. And you don't have those same boundaries, you don't have those same expectations.
Meghan 08:57
And I know that at some point, pet sitters do create the beast, but then sometimes we pass off the beast to somebody else, because we're not available and they have to find another sitter. So it's hard to standardize that because everybody's business is different. Some people are okay with responding at midnight, and some people obviously aren't. Everybody's different.
Collin 09:17
Yeah, absolutely. I think it's just going to be have to be how you run your business. And again, that's totally fine. As long as you're healthy. And as long as you're well. As long as you're not overwhelmed. As long as you're not facing burnout are unable to live a life and not feel begrudge or have feelings of frustration. run that business as you want. I do think we have to be aware of how we run our business reflects on the industry at large and are going to set expectations for how that person is going to go and translate and interact with other pet sitters.
Meghan 09:48
Okay, so you just talked about external factors, but what other internal factors are driving this?
Collin 09:54
Well, what is your social media like? And I don't really know how to say this, but Whatever your social media is reflecting, that's probably also what they are expecting. So if you're posting all these great pictures on social media, they're also expecting great pictures of their dog.
Meghan 10:12
So for example, the Ritz Carlton social media, it really matches their level of experience. Mercedes Benz, their commercials usually match their dealership experiences when you go and buy that car. So it is just about having brand consistency and your social media. But there is the expectation there that if you produce awesome graphics and photos, that that is what the client is going to get on the other end. So the client really does get drawn into that expectation, spoken or otherwise. But it's just what we're doing, we have set the bar in their mind, and thus have set an expectation of what they're going to be getting on the other end, when they leave their pet with us,
Collin 10:54
please expectations, they come from external factors like the commercials that we talked about. They also look to other pet sitters in our area, who now they've taken those expectations from them, and they're applying it to you reasonably or unreasonably. That's what clients do, because that's all they know. And then they get these expectations from ourselves that we put out there in our ad, social media or our client experience. And we've talked about this a lot. What's your onboarding process? What's your social media presence? Like? What are all these things? How do they all fit together? Does it match up to how you actually are running and operating the rest of your business? When we spent our time in Texas for several years, I came across a phrase that I heard every so often from some ranchers, especially when we were out in Lubbock, that was somebody who is all hat and no cattle, meaning somebody who is fancy dresses, the part that doesn't have anything, to back it up, are you acting all smoke in mirrors, and then setting these unrealistic expectations that you can't fulfill you making promises? You can't keep checks, you can't cash. And then you have clients that get frustrated, and you get frustrated, because there was this misspoken understanding of what was going on. Because he said, Oh, I run operate my business like this, look at my social media, look at my online presence, look at my flyers. But in reality, we're just doing those things to try and get more clients. And it's not actually at the core of our business. This is why understanding what you want your business to look like, is so important. So you can not just stay true to yourself and operate in your position of power and authority. But also so that you can be consistent in not just your messaging, but also the behavior to back it up.
Meghan 12:39
Yeah, so an example of this would be if you say you are open 24. Seven, if your Google My Business listing says you are open 24 seven, are you really well, obviously not because at some point you're sleeping. So if that's not an expectation that you want to set, then you may consider changing your hours there.
Collin 12:57
I know for us, I like to say that we can be very flexible, that we're really flexible with drop off and pickup times. I've said that before. But in all honesty, we're not we're not we're not we're actually have to be pretty strict between all sorts of scheduling and kids naps. And now school, we are setting an unrealistic expectation that we cannot fulfill whenever I say, Oh, no, we're totally flexible. I'm trying to be too amenable to them. And I need to let them know that we need to have these times where pickup and drop offs need to happen when walks and drop ins can happen instead of being so wishy washy with it to try and sound like the nice guy does. It sound like we can be over accommodating, because that's something that we just can't do some days
Meghan 13:41
well, and we don't want people taking advantage of us either. We've had that happen in the past, and we just can't afford to do that anymore. So we need to be we need to have our rules our business guidelines and stick with them. You know, 2020 showed us the importance of having a diversified business and as we take on new clients, especially this summer and into the fall there are many opportunities to add services and value packages to our clients. Courtney, owner of Palmetto scoopers wants to help you be number one with your clients. Number two, hey, Courtney is passionate about helping others Excel with a poop scooping service. What tools and training do you need? What do you do with all the poop? There is a link in our show notes for you to check out to learn more about getting started in pet waste removal and let Courtney and get you started on the right foot. We talked earlier about the expectation of having a fast booking and process basically an immediate booking process with a quick process form to fill out here. It's basically a quick process from zero to hired. And it sounds like according to this commercial, that is a growing expectation for the next few years of pet sitters will do though they're going to do whatever the owner asks. And have we made accommodations for people before like that. Yeah, we have and we've said oh Hey, this is what you need, I'll go above and beyond. And this is the level of care that you need. But it really has to be tempered, it has to be tempered with your time constraints, it has to be tempered with the stress in your life and realistic expectations, you as a petsitter, especially if you are so low, you can only go so far above and beyond for a client, before they start taking advantage of you, we've talked about this before, but those coffee runs need to stop those dry cleaning runs need to stop now if they're willing to pay for it, they're willing to pay you $50 to go pick up their dry cleaning, then, you know, you may consider that. But run the business that you want to end, don't let the clients run the business for you
Collin 15:41
Well, and then there's just the reality that this is probably not your only client, unless you are truly doing one dog at a time or one dog a day, then then if that's the case, you can go hog wild and you can do whatever the client wants. But the moment we start getting multiple requests from multiple clients, for these kinds of things, we have to take a step back and ask ourselves, is this what I actually want to be doing?
Meghan 16:06
Yeah, what if every client requests that you give their dog compliment every 15 minutes? I mean, do you have time for that,
Collin 16:12
but most likely not. Because there's other things to be doing for the dog other than complementing it, you've still got to take it out, you've still got to probably give it medications, you've still got to be doing feeding and doing your checks, or brushing. Yeah, there's a lot going on during the visit. And these little requests can really eat up a lot of the time that you have with that one pet. So realistically, you have to try and understand what am I going to be able to accomplish with my time with them, knowing that I've probably got visits before, and I have visits after. And these these things that I'm actually doing are fundamental to the well being of the dog. And I have to make sure those get taken care of those get slotted in first, and then we can see what we have time for it past that.
Meghan 16:56
Yeah, so basically, it comes down to is that scalable? So if one client asks you to change the dog's clothes while you're over there, okay, you probably have time for that, if it's all of your clients, if all of your clients are very demanding.
Collin 17:09
Yeah, if 20 clients start asking that of you have 100 clients start saying, you know, every time you're over here, I need you to change their outfit twice. So I can see different photos of them, you probably do not have time in your day. For that,
Meghan 17:21
well, that's not scalable, either.
Collin 17:23
Well, many people think of scale, they think of hiring somebody else, they think of adding staff for things that they have going on. But when we add clients that is scaling, and so do you want every single one of your clients to ask for compliments every 15 minutes or for changing of it? Probably not, that's probably not what you actually want to be doing. Again, if it's a one off every now and then you can accommodate that the best that you can, if that's what you want to do. But we've got to look at the expectations that they're coming in with our clients are coming in with a certain expectation. They're being trained by these commercials by behavior of things going on, but we're putting out there as well. And going you know what, I am either a not able to meet these expectations or be I need to try and work on these expectations to get them to fit with how I run and operate my business.
Meghan 18:11
Because the commercial shows the transaction as I as the pet owner can ask for whatever I want. I have my long list of demands. And the petsitter will just say, Okay, great. When do I start, I will basically capitulate to your list of demands.
Collin 18:28
And that's really unhealthy that is totally unhealthy for both the owner and the petsitter. Because those those expectations are going to be hard for anybody to meet consistently. It's unhealthy for the sitter, because they are now having to do things that either they're not comfortable with, or they don't have time for or that aren't realistically going to help or beneficial for the pet in the long run. And they may be sacrificing other things to do these little requests a much
Meghan 18:54
healthier way to have approached the commercial, they did not ask us, hey
Collin 18:59
petsitter confessional Consulting Group is totally open to helping with these kinds of commercials.
Meghan 19:05
Anyway, a much healthier way would have been to make that transaction equal, so that it empowers the client, and also the pet sitter, we as an industry, we have the power as pet sitters, we set the standard we set the bar. So just as much as the client is, quote, interviewing you to see if you are a good pet sitter, you are a good fit for them. You are also interviewing them to see if they are a good fit for you and your business. And so recognize that you have agency as well. It's transactional. It's a business transaction. So it's give and it's take. You have agency to jerk determine the clients that you want, you can say no, you know, this commercial completely gets rid of that expectation that the petsitter whatever say no, you know, what do you mean you're turning me down now? Well, you have a list of 30 demands that I cannot pass We meet in my 30 minute time window,
Collin 20:02
and I get it rover is wanting to get more people on their platform. We all want to have more clients or a different kind of client. But that expectation that you'll just do whatever I need as the pet owner without any pushback, or additional questions or follow up or saying, Hey, you, I know you want a compliment every 15 minutes. But because I'm busy doing these other things, I'm doing the walk, preparing the food, watching them eating, getting the medications, I'm actually not going to be able to accommodate that. But I am going to be doing these other things really well.
Meghan 20:35
So what if the compliment is every hour? You know, if you are willing to work with the client, maybe offer that kind of solution?
Collin 20:42
Yeah, where's that in the commercial, where's that process of setting better expectations and healthier boundaries and ways of communicating with one another, making it much more equal in the transaction,
Meghan 20:52
right, as the pet sitter, you deserve to be respected, you are respecting the owners wishes, but also they need to respect yours and your business boundaries as well.
Collin 21:01
And unfortunately, this is where we see a lot of this heading. We are having our future clients, trained by outside influences and outside sources that are then coming and bringing those expectations to us.
Meghan 21:15
And again, could be good expectations, but could be unhealthy and bad expectations.
Collin 21:21
So what do we do with all of this? We've kind of outlined some major problems and how client expectations are being shaped over time. What can we do in response to that?
Meghan 21:30
Well, if you haven't started a local pet sitter network, now is a great time to be connected with other sitters in your area, put out a consistent message in your community for how owners should treat sitters and how sitters will treat owners.
Collin 21:45
And you might not get everybody in your area in these kinds of group. But that's totally fine. As long as you understand how you want to be running your business and what you all as a group agree is at our Okay, boundaries, and Okay, expectations, do that put out in solidarity, this consistent messaging across your platforms, across your onboarding process across your questionnaires, to start educating people in your communities about better ways to operate.
Meghan 22:12
Now, again, everybody we say this all the time, everybody's business is different, everybody's business is unique. You will have different ways of operating. But at the fundamental level, you want to care for pets and all avoid burnout.
Collin 22:25
Exactly. And one way that we can, as an industry come together and make sure nobody experiences those things is put coming together and realizing that there are better ways to operate in understanding what we are or are not willing to do. Yes, this needs to happen both at the national level and the global level. Sure. But it starts in our communities, it starts by reaching out to other pet sitters and going, Hey, these are things that I'm struggling with. What kind of boundaries are you guys setting is? Do you think that this is okay to operate and connect with others start educating people and learning from others about those things? And then share that knowledge with the community.
Meghan 23:02
Okay, so we've been kind of Pun intended dogging on this commercial. But what are some of the things that they got? Right?
Collin 23:09
Well, you've already said this earlier. But I think one of the things that they really hit out of the park Park is that they are squarely going after the biggest and largest demographic of pet owners, which are millennials. And sure, obviously, that bell curve is always going to be a little wonky. But this commercial is millennial and a half through and through. And this is educating This is telling them that there are pet sitters out there, this is really good. Megan mentioned earlier that they have millions of dollars in advertising budget. So let them let this company put this out there and start getting people more connected with pet sitters and letting them know that they can have somebody come and take care of their pet. Many people still in 2021, don't know that that is a thing. And
Meghan 23:57
so the problem comes in here is what you win them with you win them to. So the messaging that you win somebody with is the expectation that they come in with.
Collin 24:07
So what we're facing with and what we have to be careful with is that now that these new clients are looking for pet sitters, we have to try and understand what their expectations are, what's their background, what's their experience, what messaging have they heard previously, and are connected with.
Meghan 24:21
And that's kind of what this whole episode is about. It's really doing a huge lift this commercial is of letting the people know, who have the most pets know that there are pet sitters out there, and that there's someone that can take care of your pet. You know, the pet industry is filled with 1000s of well trained highly qualified experts and professionals and passionate people that can take care of just about any pet out there. They just have to be able to get connected with them and then have a healthy relationship on all sides.
Collin 24:51
And I think it's letting another good part of this commercial is that it's letting clients know that it's okay to be picky. It's okay to ask for It's okay to put themselves out there and their expectations out there and see how they're going to get connected with that. They don't have to just say yes to the first person who responds, or the first person who picks up the phone. That's good. We want both the pet owners and the pet sitters to be extremely choosy about who they're bringing on, and the the kind of services that they're looking for, because that means that they're going to be better connected and understand when each other at a much more fundamental level.
Meghan 25:29
Okay, so what can we do with all of this? Well, we can continue to stand up for our boundaries, they are very important, and they are crucial to your success in avoiding burnout. And if you get contacted about a service like this, a very potentially demanding owner and you aren't okay with it, try spending some time educating the client on your process and why it benefits both of you. And that's if you want to, of course, if their list of demands is just outrageous, you obviously can say no when you don't have to take them on. And then like we mentioned, work with other pet sitters in your area to have social media posts that are consistent in their messaging, and ads that lift everybody up all pet sitters, we need to set better expectations that are healthier for everyone in this industry, because burnout is real, it happens and we all want to avoid it as much as possible.
Collin 26:24
In the end, this commercial really showed us that there are a lot of factors playing into how clients are going to expect to have care. Over the next 10 1520 years, we as an industry can have a major say in what those expectations are by starting at the local level, as you said, getting connected with others, and just having those conversations about what we are willing and not willing to do. And then educating people about that. I think it's also going to take us listening to our clients, seeing what their needs are and understanding the problems that they're having, what solutions can we offer that are still going to meet their needs while simultaneously respecting our boundaries? When we find that medium. That is where we are both going to be able to thrive not just as businesses, but also serving our community and those around us as well and giving the best care that we possibly can for the longest time
Meghan 27:12
we would love to know your thoughts on this commercial. Did you love it? Did you hate it? Were you happy about it angry about it? Are these some of your clients or clients that you avoid? You can let us know at feedback at petsitter confessional comm or you can hit us up on Facebook and Instagram at petsitter confessional
Collin 27:29
Natasha ohanian is back this week for an ask a pet biz coach segment about her biggest pet peeve in business.
Natasha 27:36
My biggest pet peeve is not treating the business like a business, I find a lot that we put in mom and pop mentality into our business structure. Sometimes we're wondering how to make decisions or you know, what's going to be our tiebreaker. But literally our policies are a tiebreaker. So when when businesses are kind of making things up on the fly, or looking to a manager or a co worker to figure out what to do next. It's like listen, guys, the way that I perceive business is going to be totally different from the way Collin probably would have responded to that. So why would I leave that up to you to make that call, and then for me to get frustrated later. So my biggest pet peeve is not setting up our team for success. They are really our writer dies, they're really our support. And we got to tell them exactly how to handle things from start to finish. When this comes up, this is how we do it. If somebody asked this, this is what we say, you know, we have saved messages and canned response and so many automations that can really help our team. So that's my biggest pet peeve is expecting our employees or our staff to be the CEO.
Collin 28:48
How would you suggest somebody structure or start implementing policies to get over that hump actually putting in some some structure and some scaffolding to make your business run better?
Natasha 29:01
Yeah, I mean, that's the thing the mom and pops are beautiful. The reason what makes them beautiful is because mom and pop are they're running it. So when mom and pop are greeting you at the restaurant, and they're holding you and giving you a hug and greeting you to the table that works. But when we have, you know multiple clients and all different territories, that's not always possible. So we just have to be realistic with the kind of industry that work and our arms are not octopus arms, and we can't be everywhere for everybody. So the first thing it's actually pretty simple when you think about it in just basic form. But we actually do policies every single day on our own. You and I we know in our minds that if this happens, we should do this. If this comes up this is what happens next you and I as a boss, we know this. You guys know this also, but our team doesn't know this. So what I suggest is when everything happens from let's just say we're going to be intentional. So for the next six months, we are going to mimic slow down and look at every little fine detail that happens. For instance, the phone rings. Hello. Is that is that what I should say? Should I say hello? Right? The phone rings Hey, Natasha. Well, how do you answer the phone? Walker trended on Ruby? This is Natasha, how may I help you? Guess what, guys? That's a script. Now. That's a script. You'd be surprised on how many people who have never answered a phone would just simply say hello, hello. Hello, can you hear me? Hello. And we would be like, What the heck? You can't answer the phone that way. Well, who told me that I couldn't answer the phone that way, who told me that I was supposed to save the intro and the business name and then greeting and then proceed. So every single thing you do something as simple as answering your phone. As simple as greeting the client is as simple as kneeling down to the dog before you enter the threshold. You got to write all that down. Every single thing you do, every single thing you do, you want to start writing that out. What I like to do first is write out titles because it can get overwhelming. So write out titles. This is our phone script. This is how we agree to client. This is what we do when we first into your meet and greet. These are the questions that we ask. This is the supplies that we need for every household. This is what we do when we're finished with a lockbox. This is how we secure the keys right? Start writing out just titles first, and then you can start filling in the policy once you read out the titles.
Meghan 31:35
Natasha not only runs her own pet sitting business, but she is a pet business coach as well. And if you would like her to coach you through your pet business, you can go to start scale sale calm and use the code p sc 20 for 15% off her coaching. We thank you for listening today. And we hope that this episode was helpful to you. And let us know any feedback that you have.
Collin 31:55
We want to thank our sponsor Palmetto scooper and our Patreon supporters for making today's show possible. And we do also want to let you know that our hearts are going out to those pet sitters pet owners and pets in the eye of the hurricane as it is making landfall across southern United States. It seems like it was quite devastating, especially in New Orleans and the surrounding area again, so we want to lift everyone up down there and wish them all well.
Meghan 32:24
We hope you join us next time. Thank you
